Welcome to Customer Service


Opening Hours

Monday to Thursday 9:00 AM to 5:00 PM ET

Friday 9:00 AM to 3:00 PM ET


Return Policy

If you regret your purchase, you can return the item(s) to us within 30 days of receipt in the original condition (with hangtags etc).

All returned items must be in their original condition with all hangtags and labels attached. Final Sale items will not be accepted for return or exchange.

Due to hygienic reasons, all underwear, socks and swimwear are final sale and will not be accepted for return or refund. 

We regret that online order cannot be returned in our stores.  Likewise, our distribution center will not accept returns of items purchased in stores. 

Shipping fees are non-refundable.


How to return an item

  • Request a return authorization here.
  • Once you receive email confirmation of your return authorization, please follow the instructions below to make your return.
  • Place item and return form in the return parcel (you can re-use the parcel/bag that we sent you).
  • Put the prepaid return label (sticker) on your return parcel.
  • Drop off your parcel at any Canada Post counter.

If you for some reason do not wish to use the prepaid return label, we recommend that you use a postal service that insures you for the value of the goods and please also save the tracking number. The goods are your responsibility until they reach our warehouse.

We will do our utmost to process your return within 14 working days.

As soon as we have processed your return, we will issue a refund (excluding shipping costs) to the credit card used to place the original order. A return handling fee of $4.95 will be deducted from your return credit.

Please allow up to 30 days for the money to appear on your credit card statement. 



Return with Original Receipt

If you are not completely satisfied with your unworn and unwashed merchandise, you can return your item or items for a complete return or exchange within 30 days of your purchase.

The return or exchange can only be made in JACK & JONES Regular stores.

Refunds will be issued with the original method of payment used in the initial purchase. The items purchased with a JACK &JONES gift card will be reimbursed on a new gift card or on exchange only.

Return without Original Receipt

JACK & JONES requires the original receipt for all refunds and exchanges. Without a receipt, we will not be able to issue a refund or exchange.

Price Adjustment

JACK & JONES offers a one-time price adjustment on an item purchased at regular price or on sale within 14 days of the purchase. The original receipt must be presented.

Gift Cards

The JACK & JONES gift cards are exclusively used to purchase our merchandise. Gift cards are non-refundable and have no monetary value. JACK & JONES is not responsible for any loss, theft, usage, or any non-authorized purchases with the gift card.


Due to the intimate nature and hygiene standards of certain items, it is not possible to return underwear, swimwear, and/or socks.